Design for possibilities
#228 - Apr.2025
In any service, we don't design the experience itself — we create the stage and conditions for these interactions.
The value of a service is experienced in real-time as you deliver it.
In these "moments of truth" — as Jan Carlzon called them — context, customer expectations, and your promise meet.
When aligned, you've won a loyal customer.
When you design an experience, you are designing for possibilities rather than fixed outcomes.
There has never been a time in history where technology has been so powerful for designing such possibilities.
¡Saludos!
